北京招聘

Job Title
Technical Analyst -Support

Organization Name
RightNow Customer Care

Department Description
We have one charter within the Oracle RightNow Customer Care team and that is to deliver superior customer experiences by responding quickly to customer requests, interacting in a highly personalized way, and solving customer issues as quickly as possible.

As part of the Oracle RightNow Customer Care, we support nearly 2000 global customers who serve more than 8 million users per day on our RightNow CX Suite - a cloud based technology platform that empowers our customers to engage directly with their customers through great Social, Web, and Contact Center experiences. Our approach to providing customer care is comprehensive, from resolving minor issues with no business impact to the highest business impacting issues requiring detailed technical diagnosis and immediate issue resolution. We are a global organization with US Support Centers in Bozeman, MT, Redwood Shores, CA, and Boulder, CO as well as International Support Centers in London, Amsterdam, Tokyo, and Sydney. If you are passionate about delivering great customer experiences and have the skills required for the role, we invite you to apply for a position on our team!

Brief Posting Description
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

Detailed Description
As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.

Job Requirements
Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

Additional Details
The Premium Care Specialist provides customer care, support leadership & vision, with a strong delivery mindset to the customer. This individual is responsible for providing a superior customer experience through the support and delivery aspects of their RightNow relationship. The Premium Care Specialist is expected to drive continual improvement, set and maintain high standards of performance, and ensure timely responses and delivery with the greatest possible quality.
? Works as single point of customer contact for technical and support issues, facilitating cross-functional solutions to issues
? Drives resolution of technical support issues, including personally handling and providing technical guidance to internal teams.
? Maintains comprehensive technical knowledge of all relevant product customizations in use at client sites.
? Proactively monitors and updates customers regarding technical needs/issues/opportunities
? Maintains deep and comprehensive knowledge of the RightNow product, including specific versions in use at assigned client sites.
? Encourages customers to maintain release on most current product version, assists clients with upgrade issues.
? Attends periodic meetings with assigned accounts, up to 25-50% travel
? Works with Technical Support, Hosting, Professional Services, Sales and Development groups to meet customer needs.
? Provides account status reporting to client and RightNow management team
? Maintain industry leading knowledge in core areas of responsibility

The Premium Care Specialist must have a compelling background of high touch client service as well as demonstrated skills in working customer issues at all levels with clients and internally. Leading candidates will have excellent problem-solving skills with the ability to inspire others to find creative solutions to challenging situations. Must be highly organized, self-directed and attentive to detail. This individual will be given extensive authority to drive customer issues to final resolution, and must have demonstrated an ability to assess client needs vs. company priorities.
? Smart and engaging, with a high standard of personal performance and ability to operate independently in accordance with company goals
? A driven individual who sets aggressive personal goals and executes on them
? Proven ability to manage priorities, focus on key objectives, and deliver exceptional value
? Exceptional communication skills, highly organized approach to work, and comfortable embracing and driving change
? 2+ years Project Management experience
? 3+ years working in a professional technical support or consulting environment
? Intimate knowledge of Internet technologies and operation (PHP, MySQL, XML)
? Ability to manage challenging customer interactions
? Experience with CRM, SFA, MA or Customers Service applications
? Familiarity with Relational Database Management Systems (MySQL, SQL Server, Oracle), call center technology, Internet technology, etc.
? Ability to read/troubleshoot HTML/JavaScript/PHP
? Understanding of Web services, SOA, Web 2.0 technologies
? Superior RightNow product knowledge and hands on product experience a plus
? Language requirement: Japanese, English.

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn